PRA

About the Company

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America's largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market.

Connect America has been recognized as one of Philly Happening's Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today's Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.

At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.

Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com.

Purpose

The purpose of the Personal Response Associate role is to answer incoming telephone calls (signals) from elderly and medically-at-risk individuals (Subscribers) and triage their needs with designated responders (non-emergency and emergency) in order to obtain the appropriate level of required assistance in a timely manner.

Job Duties and Responsibilities

• Respond to incoming calls/signals by identifying the type of help required and coordinating (triaging) timely and appropriate assistance according to established protocols and procedures.
• Ensure that all customer interactions are conducted in a professional and caring manner resulting in a high level of customer service.
• Obtain requested revisions to Subscriber data and ensure that the necessary updates are accurately entered into the appropriate data management system (Care Partners Connect, Saleforce.com)
• Perform off phone tasks as required (call back queue, call no messages, courtesy calls) in accordance with established protocols.
• Troubleshoot maintenance signals when applicable and home communicator issues to ensure that the Subscriber's service is functional and uninterrupted.
• Meet departmental standards for after call work, average handle time and case quality.
• Adhere to all company and departmental policies and practices.
• Ensure that all required TEDS and Philips training are completed within expected timeframes.
• Demonstrate behaviors that contribute to a productive supportive and caring work environment.

Skills and Qualifications

• Minimum HS diploma or GED equivalent
• previous call center experience preferred
• basic computer skills and knowledge of Microsoft applications